The best way of exceeding
Customers expectation
Colin Shaw
Founder & CEO Beyond Philosophy
www.beyondphilosophy.com
Colin Shaw’s bio…
•
Recognized by LinkedIn as one of the world's
top 150 business influencers - 175,000
followers
•
Founder & CEO of Beyond Philosophy,
pioneers in the field of Customer Experience
since 2002.
•
Beyond Philosophy have helped many of the
world's most prestigious organizations improve
their Customer Experience.
•
One client, Maersk Line, the world’s largest
container shipping company, improved their
net promoter score by 40 points in 30 months.
•
Colin's background is in operational line
Management.
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2
Rational and Conscious
Emotional and Subconscious
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Beyond Philosophy © All rights reserved. 2001-2014
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4
Game of old or new…
How we make decisions….
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© Beyond Philosophy. 2001-2014 All rights reserved
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What are the subconscious signals?
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We reference our memory to give this experience meaning
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Managing Customer expectations….
1
2
How well do
you understand
your Customer
expectation –
Rational,
Emotional,
Subconscious?
3
What
expectation
drives most
value?
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4
Which
expectations
should you
exceed?
5
How well do
you train our
people to
deliver these
emotional
expectations?
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How often do
you review your
Customers
expectations?
Summary
A expectation is rational,
emotional and subconscious
You need to understand all of
these to build a great
Customer Experience
To need to select which
expectation drives most value
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